Operating a successful contact center is rarely a simple undertaking. As many contact center professionals know, there are a number of crucial factors that come into play. At Fonolo, we often hear from call center managers who are proactively trying to improve their metrics with our solutions. This year we even started awarding managers for their contribution to enhancing the customer experience. But, we wanted to go one step further and pick the brains of forward thinking leaders. We asked them, “How do you meet (or exceed) the KPI’s set for your contact center?” And you know what? Many were eager to share their words of advice. Below you’ll hear from extraordinary contact center thought leaders including Fonolo customers: Home Advisor, Cloud9 Realtime, and Edge Imaging.
So, without further ado, here are 7 amazing tips from experienced industry professionals about how they achieve success in the contact center. Continue reading
It’s that time of the year again! That’s right folks, tradeshow season is upon us. What better way to start the action than by attending one of the best call center events for credit unions. The Credit Union Call Center Conference has been helping this space for the last 20 years! You can catch the event at Harrah’s Hotel in Las Vegas, from October 17-19.![[Whitepaper] The New Customer Service Lexicon](https://fonolo.com/wp-content/uploads/2016/09/Whitepaper-The-New-Customer-Service-Lexicon.png "[Whitepaper] The New Customer Service Lexicon")
Picture it: Your customer service is being inundated with calls, emails, and messages through every channel – perhaps you’re facing a product recall or a Black Friday sale, or it’s just one of “those” days – how do you effectively prepare for times like these? To successfully dodge any customer experience disaster it’s important to be proactive and have preventative measures in place. When you have a reliable back-up plan, preventing disaster can be accomplished in 5 minutes or less.
We all know how demanding today’s consumers are. Nowhere is their patience shorter than when dealing with your call center. If you’re leaving callers on hold for more than a few minutes, you’re asking for trouble. Your agents will hear the complaints (which extends handle times) and your social media timeline will show angry tweets. (Have you looked up your company on 
Hiring the right customer service agent is incredibly important to the success of your contact center. You’ve probably seen how less-than-stellar support interactions can go completely viral in a matter of hours. It just goes to show that a contact center is only as good as its agents! After all, onboarding committed, motivated, and qualified agents helps your call center achieve its purpose.
The IVR (Interactive Voice Response) has been the bane of many customers’ existence since its inception. Unfortunately, this seemingly helpful tool has become somewhat of a nuisance for callers. From convoluted dialing options to poor speech recognition, it’s no wonder that customers are skipping this friendly voice over and trying to reach a live agent. According to 
Like the seasons following each other, the hype cycle is part of the natural order in technology land. When #BotMania went thermonuclear in May, it was only a matter of time before the disillusionment set in. Then comes a wave of blog posts, like this one, explaining why.
It’s a six-letter word that most doctors tell their patients to beware of, or they could face serious health conditions down the road. It’s something we all struggle to cope with everyday but it’s ranked significantly higher for contact center agents. Have any guesses? Yes, it’s called s-t-r-e-s-s or better known as “agent burnout” in contact center terms. Of course stress or burnout can be found in any job but according to 
